• It's 9 a.m. on Monday morning.
    Twenty staff members have called in sick.

    There are hundreds of e-mails that need attention. And calls are coming in as the result of last week's promotional campaign. You feel like no one else has to deal with anything like this... or do they?
  • You're not alone! People all over the world are dealing with the same issue. But how do you connect with them?

    Join Now
  • Certified Workforce Planning Professional

    Become a Certified Workforce Planning Professional (CWPP)!

    There are hundreds of e-mails that need attention. And calls are coming in as a result of last week's promotional campaign. You feel like no one else has to deal with anything like this...or do they?
    Click Here
  • SWPP Annual Conference

    Plan to attend the only conference dedicated specifically to contact center workforce management held each year in Nashville, TN.
    Learn More
    SWPP Annual Conference
  • Workforce Management Professional of the Year

    SWPP is pleased to sponsor the Workforce Management Professional of the Year award which recognizes a workforce managment profesional who has shown outstanding leadership in the industry.
The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.
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Tip of the Week

Why managing forecast volatility is like playing a game of golf: Do you know your “club length”?
April 21, 2025

Golf is played more slowly than other sports. With a highly unpredictable environment that requires a methodical and cerebral approach; it’s a game that reminds players to “stay the course.” This mindset is similar to workforce management (WFM) because we spend a lot of time planning before we take the shot. We want to minimize inaccuracy or error rates, which is like taking the fewest number strokes to hit the target. If you’re playing golf, you might be within a similar distance range from the hole this week compared to last week when you last played. However, you may need to use...

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Upcoming Events                                                                                                       

SWPP Web Seminar Series on Capacity Planning, Modeling, and Metrics - Session 4
Advanced Contact Center Strategic Analytics
August 19, 2025
1:00 pm - 2:00 pm

Session 4: Advanced Contact Center Strategic Analytics Date:  Tuesday, August 19 Time:  1:00-2:00 pm CT Central to the capacity plan is the contact center staffing model.  Most planners use it to determine how much staff is needed to hit service levels given a forecast.  But an accurate model can provide so much more in terms of the ability to evaluate the cost and service implications of all sorts of important business questions.  In this session we will discuss how to...

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SWPP Web Seminar Series on Capacity Planning, Modeling, and Metrics - Session 3
Contact Center Staffing Models
July 15, 2025
1:00 pm - 2:00 pm

Session 3: Contact Center Staffing Models Date:  Tuesday, July 15 Time:  1:00-2:00 pm CT The omni-center/multi-center operation has changed the math we’ve traditionally used to develop staff plans.  In this session, we will discuss how the nuances of each channel requires different considerations for right-sizing your workforce.  In a nutshell, we will try and help develop a better math model to determine staffing.  We will discuss models for: Chat with concurrency Outbound dialer models Back office processing Inbound phone Click...

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SWPP Web Seminar Series on Capacity Planning, Modeling, and Metrics - Session 2
Contact Center Data, Reconciling History, and Forecasting
June 17, 2025
1:00 pm - 2:00 pm

Session 2:  Contact Center Data, Reconciling History, and Forecasting Date:  Tuesday, June 17 Time:  1:00-2:00 pm CT In this session, we will discuss the various data sources and data elements that will make your strategic plans useful and accurate.  What data are required to develop a capacity plan?  These include ACD history, workforce management history, HR data, and financial data.  We will discuss how you can use this data to answer the most basic question:  What happened last week and...

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VIew All Events

2025 Annual Conference

April 22 - 24 - Nashville, TN

Don’t miss the SWPP Annual Conference! This event is designed specifically for workforce management professionals in the contact center, and includes tons of breakout sessions, networking, and fun! Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. As an attendee at the SWPP Annual Conference, you will:
  • Learn about industry trends and hot topics from the experts.
  • Improve your workforce management skills.
  • Make important contacts and network with your peers.
  • See the latest technology available to you.
  • Have a great time!
You don’t want to miss this exciting event, so make your plans to attend now.

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WFM Industry Career Opportunities

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